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Enterprise Client Success Specialist
Il y a 2 mois
The Enterprise Client Success Specialist is tasked with cultivating strong relationships with existing clients and enhancing the overall customer lifetime value within the designated portfolio. This role is pivotal in ensuring an exceptional client experience while maximizing the utilization of our offerings, ultimately delivering results and value that surpass client expectations. The Specialist is accountable for overseeing the onboarding of new clients, managing the renewal process, and fostering client growth by identifying opportunities for additional services and upgrades.
Key Responsibilities:
- Establish and nurture relationships with both new and existing clients, including management and executive stakeholders, to understand their goals and objectives
- Develop a strategic plan through a consultative approach to meet client objectives effectively
- Regularly evaluate and identify the maturity level of the client's security awareness program, collaborating with client leadership to cultivate a sustainable security culture
- Assist the client administrator in developing and managing a robust security awareness initiative aligned with executive goals and expectations
- Uphold a high standard of professionalism in managing enterprise accounts
- Utilize KnowBe4 assessments such as ASAP for program design and SAPA and SCS to enhance organizational proficiency and security culture
- Oversee the onboarding process for clients, including account setup, product training, initial end-user phishing simulations, and other change management activities
- Collaborate with technical support for complex inquiries
- Monitor client engagement, adoption rates, and overall health metrics
- Maintain ongoing communication with clients, including management and executive stakeholders, to support the successful adoption of KnowBe4's products and drive additional value throughout the subscription period
- Conduct regular business reviews with clients to ensure satisfaction, address technical challenges, and promote successful product adoption
- Facilitate strategic engagement reviews with management and executive stakeholders to ensure alignment on client objectives, industry trends, benchmarking, value delivered, and opportunities for further value
- Lead cross-functional initiatives aimed at enhancing the overall client experience, fostering greater satisfaction and loyalty
- Leverage existing tools, processes, and best practices to ensure clients derive maximum value from KnowBe4's offerings
- Collaborate with the Renewal Specialist to assist with client renewals
- Identify opportunities for additional services and upgrades, initiating interest in new KnowBe4 products
- Work with Account Managers on the Cross-Sell team to ensure follow-up on add-on/upgrade scenarios and referrals for new KnowBe4 products
- Achieve and exceed performance metric targets
- Maintain meticulous records of accounts in the Company's CRM system
Required Qualifications:
- Associate's Degree or equivalent experience preferred
- Proven experience managing accounts with complex IT systems
- Experience with accounts having 1000+ employees
- Proficient in communicating with high-level executives in enterprise accounts while maintaining professionalism
- Familiarity with standard concepts, practices, and procedures in the IT Security domain
- Experience with Salesforce or similar CRM platforms
- Proficient in Microsoft Excel and Word
- Familiarity with Gmail and Google Docs
- Experience with web browsers (Chrome, Internet Explorer, etc.)
- IT experience or exposure is advantageous
- Prior experience in a Customer Success Manager role
- SACP Certification is preferred
- Excellent verbal and written communication skills
- Superior customer service abilities
- Strong time management and organizational skills
- Ability to build rapport through various communication channels
- Strong collaborative and teamwork capabilities
- Effective negotiation skills
- Ability to work independently with minimal supervision
